Director of Customer Service Directorate

Leads and manages the Customer Service Directorate by overseeing the delivery and continuous improvement of customer services to enhance customer experience and satisfaction while ensuring compliance with organizational policies and procedures. Drives service excellence initiatives and performance improvement to achieve operational efficiency and institutional excellence.

General Conditions:

• Must be an Omani citizen.

• Must be of good character and conduct.

• Must not have been convicted by a final judgment of imprisonment for a felony or a crime involving moral turpitude or dishonesty, unless rehabilitated.

• Must not have been retired from any unit of the State's administrative apparatus or dismissed from service within the last three years.

• Must meet the job requirements specified in the job description.

• Applicants for advertised positions must not have resigned from their service, effective January 1, 2026, from units of the State's administrative apparatus (civilian, military, and security), public legal entities, or government companies in which the government holds a 40% or greater stake, unless a full year has passed since the date of resignation. This excludes positions requiring practical experience.

• Applicants must be at least eighteen years old, as evidenced by their birth certificate or national identity card. • Pass the personal interview and/or test required for the position.

• Be medically fit for service.

• Applications submitted before the issuance of this announcement or after the application period will not be considered.

• Any application that does not meet the specified requirements will not be considered.

• A copy of the national identity card or passport must be attached to the application.

• Academic qualifications and professional experience must be submitted and certified by the relevant authorities before the issuance of this announcement.

• The nomination will be considered void if, at any time, it is found that the applicant violates the general conditions or the specific job requirements, regardless of the reasons or the evaluation results.

##Specific Requirements:

• PhD in: Public Relations, Business Administration, Public Administration, Administrative Sciences, Communication Studies, or Communication and International Relations Management + at least (3) years of practical experience after obtaining the academic qualification, with experience in customer service.

• Master's degree in the specializations mentioned in this clause + at least (6) years of practical experience after obtaining the academic qualification, with experience in customer service.

• Bachelor's degree in one of the specializations mentioned in this section, plus at least nine (9) years of practical experience after obtaining the degree, in the field of customer service.

• A certificate in customer service is preferred.

• Ability to develop and improve the customer experience by proposing initiatives to enhance customer satisfaction and streamline procedures.

• Knowledge of measuring and analyzing performance indicators and customer satisfaction levels, and preparing periodic reports for senior management.

• Knowledge of legislation and procedures governing customer service and quality management.

• Ability to build strong relationships with the organization's clients.

• Excellent communication and negotiation skills.

• Strong skills in drafting official correspondence and reports in both Arabic and English.

• Proficiency in using computer programs and applications.

• Fluency in spoken and written Arabic and English.